Customer experience is a key success factor for enterprises, and with the increased pace of digitization companies are looking for scalable, reliable solutions to address their communication and customer interaction needs.
Of the many changes wrought by the COVID-19 pandemic, one that stands out is the growing demand on organisations across the economic spectrum to deliver an ever-more effective, efficient and innovative online consumer experience.
As interactions become more digital customer expectations are increasing and they want to communicate with organisations via their chosen method, whether that’s via phone, email, SMS, other forms of messaging such as Facebook Messenger, WhatsApp and WeChat, or via social channels.
WhatsApp, WeChat, Facebook Messenger, Instagram stories, and a plain old text message – those are just a few of the ways that marketers can reach today’s consumers. While there is no shortage of channels that a company can use, there is a major challenge – how can today’s marketers wade through the noise and communicate in a trustworthy, meaningful, and impactful way thatresonateswith consumers?